Expand the evidence, then make a decision
The first diamond explores the problem space before converging on a clear brief. The second explores solutions before committing to a delivery direction.
The framework belongs to the Design Council. The portfolio contribution is its documented application to the municipal product and design context.
Give each phase a question and an output
Discover
Investigate customers, stakeholders, context, analytics and comparable services.
Output: Research findings, stakeholder map and evidence gaps.
Decision: Is there enough evidence to frame the problem?
Define
Synthesize patterns, journeys and customer needs into a focused problem.
Output: Problem statement, brief, personas or needs models and design principles.
Decision: Do the service owner and delivery team agree on the problem?
Develop
Compare concepts, prototype interactions and test assumptions.
Output: Options, test findings and a refined solution direction.
Decision: Which concept addresses the problem with acceptable constraints?
Deliver
Resolve specifications, QA, UAT, pilot readiness and monitoring.
Output: Delivery reference, launch responsibilities and success measures.
Decision: Is the service ready, and can the team learn from real use?
Choose a method for the question
| Phase | Example methods | What they inform |
|---|---|---|
| Discover | Interviews, observation, surveys, analytics and desk research | The customer problem and operating context |
| Define | Affinity mapping, personas, journeys and problem-framing workshops | A focused brief and shared priorities |
| Develop | Sketches, wireframes, prototypes and usability tests | A solution choice and interaction refinements |
| Deliver | Design specification, QA, UAT, pilots and post-launch review | Readiness and the next improvement cycle |
Use examples as teaching material
The source includes an example permit redesign to illustrate the phases. Its interview counts and percentage improvements are teaching content, rather than verified project results, so they are not repeated as achievements.
Real project application needs its own research plan, source records, decisions and outcome measures. The separate project cases preserve that evidence boundary.
Outcomes and learning
Phases with distinct outputs
A practical process reference connecting research to decisions and delivery. It complements the detailed product SOP without replacing project-specific evidence.
About the evidence
- Original project materials supplied in October 2026. Excerpts are integrated into the project story; targets and concepts are distinguished from released outcomes.
